AURA LOPEZ
Seffner
Summary
Dedicated and results-driven professional with a focus on delivering exceptional customer support. Skilled in managing concerns, resolving conflicts, and maximizing customer satisfaction. Strong background in customer relations, communication, and empathy towards others.
Overview
10
10
years of professional experience
Work History
Auto and Property Claims Member Service Rep
AllState
01.2025 - Current
- Works productively in fast-moving work environment to process large volumes of claims.
- Follows up with customers on unresolved issues.
- Responds to customer requests for products, services, and company information.
- Reviews and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Demonstrates strong empathy and active listening skills
Inbound Sales Representative
Charter Communications LLC
10.2021 - 01.2025
- Assists with the training of new hires and answer any questions they may have after training.
- Effectively applied problem-solving techniques, and followed customer issues through to their successful resolution via phone, email, and chat.
- Identified and documented common customer issues and contributed to the development of new internal training material.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
Customer Service Manager
Walmart
05.2017 - 10.2021
- Led a team of 10 plus associates to deliver exceptional customer service, resolving issues effectively and increasing satisfaction scores through training, coaching, and process improvements.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
Medical Front Desk Associate
Well Now Urgent Care
05.2015 - 05.2017
- Manage patient check-in and check-out processes, ensuring a smooth and efficient experience for over 20 patients daily.
- Verify patient insurance information and assist with billing inquiries, resulting in a 10% decrease in denied claims.
- Maintain confidentiality and adhere to HIPAA regulations while handling sensitive patient information.
- Provided front-line customer service, greeting patients and answering phone calls with a focus on professionalism and empathy.
Education
High School Diploma -
Brandon High School
01.2014
Skills
- Critical thinking and analysis
- Collaborative teamwork
- Zendesk proficiency
- Salesforce implementation
- Experienced in Microsoft Teams collaboration
- Microsoft Office
- Proficient in bilingual communication
- Sales proficiency
- Proficient in typing at 55 words per minute
- Healthcare billing expertise
- Customer engagement strategies
- Proficient in CRM tools
- Productive virtual teamwork
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Auto and Property Claims Member Service Rep
AllState
01.2025 - Current
Inbound Sales Representative
Charter Communications LLC
10.2021 - 01.2025
Customer Service Manager
Walmart
05.2017 - 10.2021
Medical Front Desk Associate
Well Now Urgent Care
05.2015 - 05.2017
High School Diploma -
Brandon High School
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